Frequently asked questions

These are the questions we are asked most often, roughly in the order they come up.

I can't see any buildings, or I can't log in

Almost always an access question rather than a fault. Access in Properate is granted per building, and separately by role. If you can log in but see no buildings, your user has no building access yet. If a colleague sees a building and you do not, you have not been given access to that one.

Ask whoever administers users in your organisation — under User administration they can assign both buildings and a role. If files or systems look empty rather than the whole building, that is usually restricted file access, again per building.

My dashboard is empty, or I have no KPIs selected

Dashboards are per user, so a new user starts with nothing chosen. Open dashboard customisation and pick the widgets and KPIs you want. In the portfolio view, KPI columns are customised with Control+Shift+S.

If your organisation has published shared widgets, those can be set as defaults for a role — so if you are repeatedly building the same dashboard by hand, ask an administrator to make it the default instead.

A building overview with widgets and KPIs chosen. A new user starts empty and picks their own.

Why am I asked to set up a default dashboard before I can continue?

This prompt appears when no default has been configured for the building. You can complete it once and it will stop asking.

The deviations module looks empty

Four separate things have to line up, and it is worth knowing which one is missing:

• Alarm configuration defines what counts as a problem. With no alarms configured, nothing will ever appear.

• Alert configuration decides who is told. An alarm without one still records deviations — it just notifies nobody.

• Incident handling is the list itself. Check your filters: filtering by severity or assignee can empty a list that is not actually empty.

• Anomaly monitoring is separate from alarms and has its own view.

I changed the calendar but nothing happened in the building

This is the single most common source of confusion, and there are two distinct causes.

Sync. Calendar changes are pushed to and from the plant by a sync. Until a sync runs, your change exists in Properate but not yet in the installation.

Default values. Every setpoint has a default value, and the calendar uses that default unless an event overrides it. So an empty calendar does not mean "no control" — it means "default, all the time". If a change appears to have no effect, check whether an event is actually covering the period you are looking at.

Also worth knowing: deleting a calendar group keeps its calendars as individual calendars, and a deleted calendar can be added again later from the setpoint.

The building calendar. Choose which calendars to show on the right, and use Run sync to push changes to the installation.

Why can't I change this setpoint?

Two possibilities. Either the underlying timeseries is not marked writable — read-only values cannot be driven from Properate — or your role is Read-only, which allows dashboards and reports but no changes.

A sensor or data source has gone quiet

Check when data last arrived before assuming the integration is broken. Hovering a value shows the age of the last datapoint.

Common causes, in rough order of likelihood: the gateway has lost contact; the timeseries was renamed or its ID changed by a building update; or a calculation flow behind the value has stopped. For calculation flows, errors appear as notifications on the flow itself rather than as building alarms, so the last-run timestamp is the reliable tell. If sensors have disappeared from a floor plan, that is usually changed sensor IDs after a building update — add them again.

Historical consumption looks lower than I expected

If the building reads its meters over HAN ports, periods when those ports were inactive will read low. That matters most for energy flexing, where the baseline is what delivery is measured against — a baseline computed across an inactive period understates it. Check HAN port coverage before concluding that consumption really was lower.

Two of our buildings share one meter. How is that handled?

Consumption is reported where the meter is. If a single meter covers more than one address, the practical fix is to make that explicit in the building name so nobody reads the figure as belonging to just one address. Contact support and we can rename it.

Today's data is missing

Expected. Today's meter data arrives later in the day, so the latest date you can select is yesterday.

Some datapoints are negative

Properate warns when it sees negative consumption. It is nearly always a metering problem rather than real negative consumption, so check the meter rather than the graph.

Waste data for this month looks incomplete

Usually correct rather than broken. Many waste companies submit a month's data during the following month, so the current month is routinely partial. Avoid drawing conclusions about sorting degree from a partially reported month.

The waste overview. Note the data accuracy warning: recent months are routinely incomplete.

How do I add a new meter, or connect a system we have?

Contact support with the make and model. Properate integrates at protocol level — BACnet, OPC UA, M-Bus and others — so existing equipment can usually be connected without replacing it. For file-based data in an unfamiliar format, support can normally add a reader given a couple of example files.

How do I report a bug or suggest an improvement?

Use the feedback button in the bottom-right corner of the app. It captures a screenshot and the page you were on, which is by far the fastest route to a fix — a report that includes what you were looking at rarely needs a follow-up question.

Properate is provided by Properate AS. Support is available by email and phone during office hours, 09:00–17:00.